Customer Support (Rider Operations)_Onsite

Job Description

As Customer Support - Rider Operations, you will serve as the real-time, human point of contact for riders; including providing ride information, troubleshooting issues, and assisting the rider on next steps in the event of a service disruption or emergency.

Beyond expertise in customer service execution, this role requires exceptional empathy, patience, and a relationship-oriented mindset. Additionally, you will have the unique opportunity to drive development of new operational processes and tools for scale.

You will have a voice in creating new products and services that allow you and your fellow agents to understand what is happening in and around the company's vehicles.

Available Shifts :

Mon. - Fri. : 5 : 30PM - 2 : 00AM

Tues. - Sat. : 7 : 00AM - 3 : 30PM

Weds. - Sun. : 7 : 00AM - 3 : 30PM

Mon. - Fri. : 3 : 30PM - 11 : 00PM

As Customer Support - Rider Operations, you will :

• Provide live rider support before, during and after missions through a variety of support channels.
• Collaborate with cross-functional teams to provide live assistance to Riders and escalate issues to be further investigated.
• Become a knowledge expert on tools related to RiderOps and utilize these tools to resolve customer interactions.
• Assist with testing and data collection.
• Work closely with Fleet Operations, Product, Software, and User Experience to improve operational processes and tools based on observed customer needs.
• Uphold a safety-centric, inclusive, and open-communication culture.

Ideal candidate profile :

Daily tasks :

Provide live rider support before, during and after missions through a variety of support channels Collaborate with cross-functional teams to provide live assistance to Riders and escalate issues to be further investigated Become a knowledge expert on tools related to RiderOps and utilize these tools to resolve customer interactions Assist with testing and data collection to evolve processes and tools to support observed customer needs Willingness to work flexible shift hours and locations Uphold a safety-centric, inclusive, and open-communication culture

Required skills :

2+ years of experience in customer service, retail, or another customer-facing role Experience working in a cross-functional team Exceptional communication skills, including the ability to clearly and concisely communicate in speech and writing, as well as listen to and interpret customer needs Excellent computer skills and problem solving ability Proven ability to adapt and drive progress against goals in ambiguous, changing environments Proactive mindset and resourcefulness Positive attitude with a growth mindset

Business driver of role :